E-commerce Support Lead

Other/Non IT

4 weeks ago

Permanent

Athens

On behalf of our client, one the leading companies in payments solutions with customers in multiple sectors, we are currently looking for a self-driven E-commerce Support Lead, to join its team in Athens.

A day in the life of an E-commerce Support Lead

You will be expected to contribute with acumen and expertise in supporting the E-Commerce department of the company

Your day-to-day

Manages a team of service representatives that respond to customer inquiries
Ensures that service standards are established and attained, by coaching team members on best practices
Responsible for the optimisation of the business and the operational processes involved
Manages collaboration with external service providers related to products and services
Manages, processes, and tracks customer orders to ensure accuracy, and timely arrival of orders
Actively involved in pre-sales & post-sales support which includes: answering questions (product selection, usage, and troubleshooting), processing returns, order changes, delivery estimates, and other functions related to online orders
Documents product issues, providing customer feedback and generates summarized reports to Product Managers and Operational Department
Drafts manuals for new procedures or processes that help create efficiency for the team

What you will need

4+ years of experience in a similar role, ideally in the field of payment transactions
Fluent in both Greek and English
Technology-savvy with strong business acumen
Hands-on experience in managing and maintaining e-Commerce websites/portals
Team player with excellent communication skills with functionally diverse teams, including the ability to communicate effectively (operational collaboration with IT staff, sales conducting training, preparing communications, etc.)
Strong analytical and problem-solving skills and hands on approach
Highly organized, with a strong sense of urgency and the ability to multitask

What is nice-to-have